Messen & Convention

When pre-ordering, the large figures are usually custom-made. The figures are made for you personally when you order them. All information about adjustments, delivery times, etc. are included in the respective offer text.

If your order contains a product that is a pre-order, the package containing available items will leave our warehouse as quickly as possible.

We will inform you about the expected delivery time of your order in the order overview and in your order confirmation email - however, this time may vary depending on the items selected and the shipping method.

Why hasn't my order been shipped yet?

Please allow us some time to prepare your order for shipping. We usually ship orders within 48 hours, but some orders may take a little longer.

Can I change when and how my package is delivered?

Yes, that's possible! Our shipping partner DHL always sends you an email to notify you of your package. You can use this to specify your preferred delivery location, such as a parcel shop, or change the delivery day.

What happens if I am not there for the first delivery attempt?

If the courier doesn't find you, you can use the tracking to see whether your parcel has been left with a neighbour or at a branch, for example. In some cases, a new delivery attempt will be made.

My package should have arrived already!

Please check the tracking to see if the package has been left with a neighbor. If it has not been left with a neighbor and the shipping status has not changed for 5 days, please contact us - you can find our contact options below.

All shipments are registered with you in advance (notified). This is usually done directly by the shipping company. You can agree a weekday and a time slot for delivery with them. Delivery is free curbside. This means that the driver will leave your delivery at the curb. Any further arrangements are made by the customer.

The shipping costs can vary depending on the distance. We are still working on a solution for calculating this within the online shop. At the moment we can only offer this to you manually. Please feel free to write to us to inquire about the relevant shipping costs.

Lieferung:

Unsere Standardlieferungen werden für unsere kleineren Artike innerhalb von Deutschland zu dem DHL Tarif weiter.  Je nach Größe und Gewicht des Artikels werden die Versandkosten entsprechend angepasst. Die Versandkosten werden im Bestellschritt angezeigt.

Rücksendung:

Eine Rücksendung aus Deutschland wird unfrei ( bitte frankiert ) vom Kunden getragen.

If the order has not been packed yet, please feel free to contact us and let us know about the change. We will then try to implement it.

To do so, send us a request by email, telephone or Whatsapp.

Unfortunately, we cannot guarantee that the change can still be made, but we will do our best - you can count on it!

We are sorry if you received a damaged package.

Are the items ordered intact?

If only the package was damaged and you want to return something, you can simply use the packaging of your choice for the return shipment. Contact us by email, phone, or WhatsApp.

Please understand that we cannot replace damaged shipping materials.

Is an item damaged or missing during shipping?

For this, a damage report to DHL is required. Please send us photos of the packaging via support@metalwonder.art and tell us your order number.

We will then explain to you how to proceed.

Currently you can only select Germany as a shipping option in the shop.

Of course we deliver worldwide. Please contact us and we will tell you the shipping costs. We are also working on integrating all countries, delivery times and costs into the shop, but this will take a little while.

Shipping costs are calculated based on purchase value and destination country.

Germany

up to 150€ purchase value: 6,99 €

from 150€ purchase value: free

EU from 12,90 €

If your country is not listed, just write to us.

Your item arrived damaged - we're sorry, it shouldn't happen that way.

Please submit a complaint – contact us by email.

We ask for as complete information as possible such as order number, invoice number,

Name and picture of the complaint so that we can quickly check your request.

Du teilst uns per Mail mit welchen Artikel du zurücksenden möchtest.

Wir bitten um möglichst vollständige Angaben wie Bestellnummer, Rechnungsnummer oder Namen.

Bitte verpacke die Rücksendung so gut wie möglich und sende Dein Paket frankiert an:

Metalwonder

c/o Media Rabbit GmbH

Cremon11

20457 Hamburg

After checking the return, we will immediately refund the amount using the payment method you previously selected. For some payment providers, this process can take up to 10 working days. We ask for your understanding in this case, unfortunately we cannot speed up this process.

You can find all details regarding the cancellation policy in our cancellation policy .

Unfortunately this is not possible because the figure was made for you personally.

We do not offer installment payments ourselves. However, installment payments can be offered through various payment providers such as PayPal, Klarna, etc.

Possible reasons why a payment method is not available

The delivery and billing addresses do not match. If you want your order to be delivered to a DHL Packstation, this may also prevent payment by invoice in rare cases.

The combination of name and address could not be found. This can be the case due to spelling mistakes, moves, marriage or rezoning.

There is still an outstanding amount for another order - which sometimes simply means that a transfer has not yet been credited to our account or a return has not yet been posted.

Like other platforms and shops, we use independent credit agencies to help us assess your creditworthiness. In some cases, their data may mean that you cannot pay by invoice for your order.

In the case of a pre-order, purchase on account cannot unfortunately be offered due to deadlines.

Unfortunately, we cannot offer Klarna as a payment method for our Swiss customers.

We reserve the right not to offer a payment method for some orders.

What can I do if my payment method is not available?

Check whether there are any outstanding orders and pay for them. If your delivery and billing addresses do not match, you can adjust them before completing the order.

Please understand that our customer service has no way of activating a payment option for you if it is not offered to you.

Nor can our service staff see why you cannot order using your preferred payment method. Here too, the protection of your data is our top priority.

We check every time we place an order to see which payment method we can offer. It is possible that your payment method will be available again for your next order.

If not all payment methods are offered to you, all of our other services and benefits are still available to you.

Your return will always be credited according to the payment method you chose when ordering.

When will I receive confirmation of my return?

Once we receive your return, we will inspect what you have sent back. Please allow us up to 10 working days to confirm your return.

This is how the purchase amount is credited depending on the payment method:

Credit card:

The credit will be returned to the credit card account we charged. You will be able to see the chargeback on your next credit card statement. The date of the chargeback may coincide with the date of payment.

PayPal:

The credit will be made to the PayPal account you use. You can decide for yourself at PayPal whether the amount is deposited in your PayPal account or transferred back to your bank account.

Gift voucher:

The refund will be made as a credit on your originally selected gift card. The credit cannot be paid out in cash. If you have combined the gift voucher with another payment method, we will offset the voucher value against the items you keep. We will refund any amount paid above this amount in accordance with your other selected payment method.

Klarna invoice or immediate purchase:

We will forward your refund to Klarna, who will then refund it via your payment method.

AmazonPay:

We will forward your refund to Amazon Pay and credit it to your account.

You will receive your invoice in your order confirmation sent by email:

If you no longer have this email, please contact our support team. We will be happy to help you.

· PayPal

· Amazon Pay (in progress)

· Google Pay

· Apple Pay

· PayPal

· Credit card

At trade fairs & events additionally

· Cash & EC

Is your item defective or damaged?

We're sorry. Please submit a complaint - click on Contact and fill out the form. We ask that you provide as much information as possible so that we can quickly examine your complaint.

For changes or cancellations please contact us directly at:

Support@metalwonder.art

We need the following information from you if you have ordered the wrong product:

· Order number

· Name of the wrong product

· Correct product (size / color / article number)

We need the following information from you if you would like to change your address:

Order number

Previous address details

New / Correct Address

We need the following information from you if you want to cancel an order:

Your order number!

We will forward the change request to our shipping service provider.

Unfortunately, we cannot guarantee that the change can still be implemented.

The refund will be made after we have received and inspected your return. Please note that a return shipment is also required if, in isolated cases, you receive the refund before you return the item.

If you have any further questions, we will of course be happy to help you with advice and assistance.

You have already ordered, but the address is incorrect?

If the order has not yet been packed, please feel free to contact us and let us know about the change and we will try to implement it.

Otherwise, we will send a request to our logistics team, who will take care of your change. Unfortunately, we cannot guarantee that the implementation will work.

Did you receive the wrong item instead of the one you ordered? Or did you receive an additional item that you didn't order?

Please contact us using one of the contact options. Give us your order number and the incorrect item. We will be happy to take care of it and get back to you immediately to find a solution.

Are the items ordered intact?

If only the package was damaged and you want to return something, you can simply use the packaging of your choice for the return shipment. To return the item, simply go to Contact and register your return with us without any problems.

Please understand that we cannot replace damaged shipping materials.

Is an item damaged or missing during shipping?

Please contact us using one of the contact options. If you give us your order number, we can help you particularly quickly.

Please accept our apologies if we cancel your order. Sometimes an item is already sold out but is still shown as available in the shop.

If an item is particularly popular, it may be sold out shortly before you complete your order. In very rare cases, our system cannot update this in time, so the order must be cancelled afterwards.

If the item is sold out, we are sorry. In this case, you can set up an availability notification on the product page. As soon as the item is available in your size, you will receive a notification from us by email.

Will the purchase amount be debited from me if I cancel?

Of course, you do not have to pay for items that have been cancelled. The amount will be refunded to you immediately.

You can enter "vouchers" in the search field and you have the option of buying gift vouchers in the amount of your choice. We will send the voucher as soon as we receive your payment. At the moment the vouchers are only issued digitally. However, an exclusive metal card is still being planned that you can look forward to.

Click here for the vouchers

Vouchers are valid for 3 years after purchase. If an unused voucher is older than 3 years, just contact us. As long as we can track this in our system, we will find a solution.

If possible, use a ring that fits you well as a reference size and compare it with our sizes in the selection. If you want to be absolutely sure, use a ring sizer and measure your ring precisely and then select the appropriate size from our selection. Please understand that our information is only approximate size information.

Basic information on measuring ring sizes:

1. Always measure the finger on which you want to wear the ring. Fingers on the right and left hand can differ in circumference.

2. Temperature and time of day can contribute to changes in finger circumference. On very warm days, fingers can swell, while on cold days they are often somewhat narrower.

3. Fingers also tend to be a little thicker in the evening than in the morning. This can be important if you want a particularly wide ring. Since rings with a wide ring band have less room on the finger than narrow ones, it may be a good idea to choose a slightly larger ring size.

You can register for our newsletter using the following link.

Use the following link to stop receiving promotional emails from us:

Alternatively, you can scroll all the way down to the bottom of any of our newsletters and unsubscribe there – the email may be too long, so you may need to select “View full email” first.

Would you like to change your name, password or email address?

Please contact us directly using the known contact options. We will be happy to help you adjust your data

Has your delivery address changed?

You can change the address in your customer account under Addresses for future orders.

Have you forgotten your password?

If you no longer know your password, you can simply reset it when logging in .

Enter the email address you used to register in our shop. We will send you an email with a link to reset your password.

Under Addresses in your customer account you can add or edit your delivery and billing addresses.

You have already ordered, but the address is incorrect?

If the order has not yet been packed, you are welcome to contact us and let us know about the change. We will then try to implement this. To do this, we will send a request to our logistics team. Unfortunately, we cannot guarantee that the change can still be made. If the order does not arrive, please contact us directly and we will of course be happy to send it again.

If you no longer know your password, you can simply reset it when you log in . Click on "Forgot password?" and enter the email address you used to create your Metalwonder account. We will then send you an email with a link to reset your password - it may take a few minutes for the email to reach you. Please also check your spam folder.

If you would like to delete your customer account, please contact us directly with your request.

Please note that we cannot delete your account until

·        all outstanding amounts have been settled

·        you have received all refunds due from us

·        There is no credit left from the redemption of a gift voucher on your

Customer account is

·        none of your orders are in transit anymore

If any of the above requirements are not met, we will not be able to delete your account immediately. In this case, we ask you to first resolve any outstanding issues if possible. We ask for your patience with regard to pending refunds and orders in transit.

We can deliver almost any figure, piece of furniture, decorative element, etc. in almost any size.

For this we need from you

Which product?

What size?

As well as your data so that we can contact you. Contact

We are available for you

By phone

Mon - Fri between 9:00 - 18:00

If you would like us to call you back, please let us know during which time we can call you.

As a rule, our response time is a maximum of 24 hours, as good and fast customer service is our top priority.

If in exceptional cases it takes longer, we will inform you of this in an acknowledgement of receipt of your message.

Inquiries are answered in chronological order, regardless of which channel we are contacted through, as our service staff manage all channels in parallel.

If you send another message via another contact option, there will unfortunately be delays.

We assure you that we will respond to every request reliably, conscientiously and as quickly as possible!